BELMONT, MASSACHUSETTS -- Bear with my long description of what happened on my flight. I think that in my case the details are important:

I was returning to Boston after visiting family in Nashville. The first leg of the trip happened without incident. However, once arriving in LaGuardia Airport in New York, I had to wait approximately 30 minutes for a shuttle ride from the American Airlines terminal to the U.S. Airways terminal (because of the US Airways-American Airlines merger, this happens fairly frequently now when I fly). I had also received an email notifying me that my 4 PM flight to Boston had been cancelled.

I spoke to an American Airlines representative, and she informed me that there was a 2 PM flight that was fairly empty that I should be able to make. With the long wait for the shuttle, however, I and several others trying to make the 2 PM flight just missed it. The group of us waited in line for customer service for about 30 minutes. When I reached the counter, I was informed that I had been rebooked on an 8 AM flight the next morning. I specifically asked if there were any other flights that day that I could get on as a standby passenger, and I was told there was nothing. However, I saw several passengers who were directly behind me in line about 10 minutes later at another area in the terminal, and they said they had been put on standby for a 6 PM flight that same day. Feeling very frustrated, I got back in line, but by the time I got to the counter once again, I was placed low on the standby list (#28). I explained to the customer service representative that I had been in line earlier and given no standby option, despite specifically asking for one, but she said there was nothing she could do.

When the boarding process began for the 6 PM flight, the group of people I had been in line with were the first few people to get on the flight via the standby option. As I'm sure anyone can imagine, this was incredibly frustrating to me as I had not received the same courtesy that they had at the customer service counter. The flight was fairly empty, and I was able to be one of the last people to get on the plane via standby. I was made to check my bag despite the fact that there was still overhead luggage space. After sitting at the gate for about 40 minutes, we were informed that there was a weight issue and that about 8 of us had to get off of the plane. We were not allowed to get our luggage off, so I was stuck in New York without a change of clothes, toiletries, or my medications despite having planned to carry on my bag with me. There were no more flights to Boston that night.

I had to wait about an hour to deal with a manager to speak to him about the poor customer service that had led to my situation. He helped a couple who were trying to get to the Azores, and so he was understandably tied up dealing with their complicated travel plans. I asked someone at the counter about another manager; I was informed that it was a woman in glasses and that she was around. I am still not sure who the manager was because there were three women in glasses and myself and two others were ignored the entire time while the male manager was helping the couple from the Azores. I was able to eventually explain my situation to him, and he informed me there would be no vouchers for hotels, meals, or transportation. He informed me that I could contact US Airways/American Airlines customer service, submit my receipts, and be reimbursed for my travel expenses. I wrote to customer service, and after waiting to hear two weeks from them, I was told that I would not be reimbursed (but they are “very sorry about the rudeness” of the customer service representatives).

I have flown loyally with US Airways for years. I use them for convenience and because I have always thought that they do a decent job of getting me where I need to be. I even have a US Airways credit card. I know that in the grand scheme of things, the money I contribute to their company is very little, but I hope to put my faith in a company that will do what they can for their customers. The inequity to which I was treated that resulted in my not being able to fly home on Sunday night cost me just short of $300 (cab fare to and from a hotel, the hotel itself, and cab fare home from the airport in Boston since my ride had to work on Monday morning). I was forced to miss a day of work, and I suffered a migraine on Sunday night (while this obviously is not directly the fault of the airline, I can’t help but think that I could have avoided the literal headache had I been treated better). I fly frequently (about 7 times a year), and I understand that weather, delayed flight patterns, and various other issues are unavoidable for any airline. However, rudeness and lack of competence is unacceptable.

I wish that I could say I will never fly US Airways again; unfortunately, I do not have the financial autonomy to make such a decision. All I can do is cancel my credit card and avoid flying with US Airways/American Airlines as much as possible. I hope that complaints like mine will at some point change the company’s philosophy and that customer service will improve. The pessimist in me says that nothing will change, but I hope I am wrong. I do know that they have lost a loyal customer. Know that if you fly with them, you run the risk of being treated with rudeness and that they do not require their customer service representatives to do everything they can for every single customer.

Was this review helpful?YesNo

Replies

US Airways SUCKS!

Posted by simike2105971 on 11/04/2014

Rating: 1/51

My husband and I (along with a group of about 14 friends we were traveling with for a wedding) are completely disappointed and angry with actions that were taken during our return US Airways 846 flight from PUJ. We chose this flight to begin with because we were traveling with our infant daughter and thought that the convenience that was originally offered was perfect for traveling with her. Well what a mistake that was! Let me tell you exactly how our ordeal went.
Our DIRECT 2:50pm flight was delayed until around 7:00pm from PUJ. So while we had no idea that our flight was even delayed, we arrived to PUJ at a proper check in time at 12:00pm. and waited a total of around 7hrs for a new plane because of apparent mechanical issues with the first one.
Upon boarding our "2nd" plane at PUJ, our captain proceeded to tell us that we won't be able to take off yet because we were waiting on "paper work" and we didn't have a flight plan. So while we all were waiting 7hrs in PUJ, a new flight plan had not been made?? After waiting for our flight plan, our captain then informed us that we would have to stop at MIA for a flight crew change. He said all passengers would be allowed to stay on the plane and it would take no more than a half hour to change crew. So, now our DIRECT flight now has a stop! So, we finally take off. During take off, oxygen masks flew down on a couple we were traveling with!! We were beyond scared! Especially when the apparent reason for our first aircraft delay was due to mechanical issues! Stewardess assured us we were all fine and our flight continued as normal. While in flight, the captain then informs all passengers that we have to get off the plane at MIA and go through customs because PHL customs was closed! What happened to just a flight crew change and not having to exit the plane?? We were lied to!
Now, it's around 10:00pm or so (I am so exhausted at this point, I am having a hard time at knowing the exact time) at MIA. We have to go to baggage claim. We retrieved our suitcase. We waited for our stroller, and waited, and waited. No stroller. So now, we are carrying our 20lb infant daughter all around MIA due to a lost stroller! Finally, after baggage claim, waiting for a lost stroller, going through customs and walking through the entire airport carrying our child along with our two carry ons, diaper bag and breast pump with a cooler of breast milk and juice, we make it to our gate.
Well we go stand in line to board our plane because we were just supposed to go through customs and get back on our same plane. Well guess what, we were lied to yet again! Apparently we were not boarding our plane because the malfunctioned oxygen bags that fell down! So now, what do we have to do? Wait around an airport yet again. It's about 11:30pm at this point and your employees don't have any answers for us.
Finally, we get some answers. There's a plan. The new plan is that we have to wait for yet ANOTHER new plane to arrive! The 3rd plane is coming from Orlando and is supposed to arrive at MIA at 2:25am! We go from not having to get off the plane and waiting 30 minutes to now waiting at the airport for over 4hrs!
So we are sitting at the airport, extremely tired, hungry and angry. I have a baby that has to continue to be carried around because of the lost stroller and we now have to spend more money on food and drinks.
Our new plane and crew arrive after 2:00am. We board and take off and are expected to arrive in PHL at 5:10am.
So what was supposed to be a US Airways DIRECT flight leaving PUJ on Tuesday, October 21, 2014 at 2:50pm and arriving at PHL 6:44pm turned out to be almost a 12hr awful experience on 3 different planes. I have never experienced such awful service from any other airline. We spent extra money for the convince of a direct flight to begin with and then had to spend even more money on food, drinks, a day of car parking and boarding for our pets. We lost our stroller and by the time we got home my breast milk had gone bad because a cooler can only last so long. Obviously we went way over our expected time.
After complaining to US, they offered us a $75 voucher ($150 combined) to be used towards a future flight with them. That's it! Why would I ever want to travel with them again?! What about my extra expenses because of their ineffectiveness to get us home? The cost of my lost stroller? The difference in cost of direct flight?
Just all around an awful experience! I will never fly with them again. I feel cheated. So disappointed with this company.

Was this review helpful?YesNo

Replies

Airline from HELL

Posted on 09/11/2014

Rating: 1/51

This is the airline from Hell. The horrible reviews about US Airway's are true and they are a bottom ranked airline in the United States for a good reason..... well at least you guys are #1 in something. They gave me a most memorable trip I will never forget, worst round trip flight EVER. Booked a round trip flight from San Jose to DC. Had a stopover in Phoenix and our connecting flight left without us due to our flight arriving late, through no fault of our own. The plane was still parked but they wouldn't let us board. So I had to wait in customer service for an hour to re-book a flight. So the next flight out where I could reach DC was at 12 midnight. Had to wait around ten hours in the terminal and catch the red eye flight which wasn't even a direct flight to DC but another connecting flight from Charlotte 6am in the morning and landing in DC around 9am. I had two nonrefundable nights booked at the Omni Hotel, so one night stay $ down the drain. Thanks US Airways!

The next day as I'm boarding the plane for my flight back, they force check my carry on luggage stating the overhead bins are full. As I walk towards my seat, what do you know..... empty overhead carry on storage space! As we are waiting to take off, the El Capitan announces there will be a 45 minute delay which turns out to be another delay announcement and another for a total of plus 4 hours stuck in the plane and on the runway. By the time we reach Phoenix, my connecting flight had left AGAIN. This time had to stand in customer service line for two hours as everyone missed their connecting flight. The next available flight out was in the following morning. I had explained to the customer service lady at the counter about my flight experience and this was happening to me again, you should have seen the look on her face, almost blew a gasket. Asked for my bag they force checked at the gate but of course they couldn't retrieve it which has all my stuff in it so I ended up sleeping in the cold airport terminal in a t-shirt. Thanks US Airways for letting me experience what being homeless feels like!

Next morning after a cold night uncomfortable sleep in the airport terminal, I board the flight to San Jose. I land and go down to baggage to pick up my carry on bag that was force checked and the whole time thinking to myself "they can't have lost my bag too...... can they?" Annnnd..... they did and it did not arrive with my flight. How do you guys manage to literally screw everything up? Have a bunch of lazy and inept workers at US Airways, people should be fired starting with the CEO on down because obviously these people don't care and it shows in majority of the workers attitude and service from US Airways.

Maybe I should just be glad my flight didn't crash and I'm still alive! Once again I had to wait in the baggage customer service line for an hour and they couldn't locate my luggage. Took a taxi home and as I head to my front door thinking "well, at least I'm home and can get some good sleep in my own bed" the realization that my house keys are in my carry on luggage. As I'm yelling out loud "NOOO!!!!" dropping to my knees on my front lawn grass and just laying there in surrender (yep... just like in the movies). Had to wait hours to get my door open.

After which I kept calling every other hour their luggage customer service for a status check and a callback on my lost luggage but nothing, no status update and no phone call from the US Airway, San Jose branch. The next day on like my 8th call they finally track it down. So after all this drama and horrible experience, I spend another hour writing a detailed complaint letter documenting everything and about all the mental anguish I had to go through. I also noted I am a US Airway World Mastercard credit card holder which I use extensively. A week later I get a sorry ass reply saying we are sorry but there will be no compensation, ZILCH and that it was a honor to serve me. Just how did you serve me? Are they trying to be insulting? I sent another email for further review but same response, after all that they put me through, what does it take? I'll immediately be cancelling my US Airway Mastercard and will NEVER fly US Airways again. Will gladly pay more for another airline anytime!

Avoid this airline like the plague, their customer service is non-existent with rude staff. Their flights suck, flight delays are the norm with these guys. They don't even offer any in flight peanuts and they charge for baggage. Even most of their airline fleet is old. If you love rude and crappy service, regular flight delays and mechanical failures, paying for baggage, no peanuts or pretzels then this is the airline for you. Otherwise, stick to Southwest, JetBlue and Virgin who know something about good service. Support the good guys and let bad businesses like this know, by not giving them your business and hitting them where it hurts, their bottom line. Send them a clear message that WE will not put up with this kind of service and treatment!

Was this review helpful?YesNo

Replies

Mistreated, Harassed and Assaulted by a Flight Attendant

Posted by rfocardi on 06/03/2009

I am writing this in total disbelief. I hope US Airways will understand the gravity of what I am about to recount and take the appropriate measures to make it right.

This abuse needs to end and by bringing this story out in the open, hopefully airlines will start taking responsibility for their declining customer service, allowing passengers and paying customers to stop feeling mistreated and harassed by airline employees.

I am a 30 year old female executive who travels every week all across and outside of the country, nationally mainly on US leading airlines, internationally or whenever I can on Asian airlines who are among the few that still have incredible service.

I still remember back in the 90s when flying was a fun and glamorous experienceâ¦ When flight attendants would remember that a large part of their job description is to serve the customer, and where one received the service that is expected in a first world country and the land of âthe customer comes firstâ.

I am sure many of you have experienced the changeâ¦. Service has been declining, customer service has gone down to the bare minimum and passengers often find themselves dealing with rude check in representatives, airport personnel, gate agents and, worse of all, flight attendants.

In the past few years, these unacceptable experiences have become the routine, and the people I happen to talk to seem to have given up to the idea that this is how it is, and that the airline industries decline (USAirwaysâ in particular) is just at the beginning stages. I constantly witness passengers getting yelled at, or being mistreated for taking too long in putting away their bag in the overhead bin, or treated rudely for requesting something during the flight. The sad thing is that this is something that by now, we are all used to and expect when we fly â¦ unfortunately.

But yesterday, I had the most unbelievable experience of all. USAIRWAYS shame on you! I was traveling to Saint Louis on a US Airways evening flight. I travel US Airways multiple times a week because of its convenient flight schedules from Miami. Because of my loyalty and the many flights I take every month, I have received a Preferred Status and am often upgraded to first classâ¦ Not that I would expect this to mean something, but it makes the whole experience even more scandalous.

I was waiting to board the plane, where I was assigned the very first seat to the right as you walk in the cabin. I was on the phone with my CEO discussing an important meeting we had that day. As I walk into the plane, I hear a flight attendant scream to me in a rude and demeaning way âYOUR BAG IS TOO BIG (which it isnât, as it is a standard carry on size)ââ¦ Being on the phone I did not realize the screaming was directed at me, so, as we are instructed to do, I went ahead to open the overhead compartment immediately on top of my seat. Here, plenty of space to put my bag as the compartment was completely empty with the exception of a small black bag. As I am about to push the black bag to the side to fit my carry on, the same flight attendant roughly GRABS MY ARM and yelling again says âDO NOT DARE TOUCH MY BAG!â Still on the phone and in disbelief I respond that I had no idea the bag was hers and that all I was trying to do was place my suitcase in the bin assigned to my seat. At that, with the same tone, she responds âYOU HAVE TO GO ALL THE WAY TO THE BACK OF THE PLANEâ (which seemed unnecessary since the plane was half empty and there were plenty of empty bins between the first class cabin and the end of the plane.) Since I had people behind me who were trying to board the plane, and since I was assigned the first seat at the front of the plane that has plenty of extra space and leg room, I pulled to the side with my suitcase, allowing people to make their way to their seat instead of slowing down the boarding processâ¦ Another Shout âMAâAM YOU CANNOT STAND THERE WITH YOUR BAG, IT NEEDS TO GO IN THE OVERHEAD!!!! IN THE OVERHEAD I SAID! GO TO THE BACK OF THE PLANE!!!â At which I responded that I was just waiting for the passengers to board so I would not block the entry way and made my way to the middle of the plane where a much more professional flight attendant smiled at me and helped me store my bag.

Displeased by the discourtesy and approach of the flight attendant (who should help make the passengersâ experience a positive one), I decided to ask for her name so I could file a complaint as soon as I arrived in Saint Louis. Enough is enough! And I also figured that if passengers start taking the time to report these incidents, the flying experience might improve for passengers all across the country. After all, I wouldnât expect US Airways to be able to fix what they donât know is broken.

The flight attendant did not like the idea of being reprimanded. So, a few minutes later, while I am sitting down reading my new book, she asks me to deboard the plane. âMAâAM STEP OFF THE PLANE!â, âMay I ask why?â I replied.
âDO YOU WANT TO FLY TODAY OR NOT? she said, with her unlikable manner. At which of course, I said yes. âTHEN STEP OFF SO THE GATE AGENT CAN HAVE A WORD WITH YOU.â âNo problem, I said, I would like a word with him too.â

The gate agent (who then I found out might have been the pilot) asked me what had happened. I explained and he apologized profusely for the experience, suggesting I report the incident and writing for me on a piece of paper the information about the flight so I could file a complaint. Throughout this process the flight attendant was standing close, worried, and raising her voice while trying to plead her case by denying what had happened.

I thanked the pilot for his concern and apologies, and took my seat. The pilot then pulled the flight attendant aside and explained to her that such behavior is unacceptable. She started making up lies and blaming everything on me saying that I was the one with the problem and again denying the entire incident. Compelled to clarify my side of the story and EXHAUSTED from having to experience such lack of class and professionalism, I got close again and reiterated that such behavior is unacceptable and that if in my line of business if I dared to treat customers half as bad as she had treated me (and others, I am sure) I would have gotten fired a long time ago. The pilot once again apologized, told me I had every right to complain. At that point, glad I had at least had a chance to voice my mind; I sat back in my seat.

The moment the pilot locked the cockpit door, the flight attendant started harassing me and walking down the aisle pleading passengers to please sign a petition against me to help her keep her job.

To my disbelief, a couple of bored passengers who hadnât even witnessed the incident as they had not boarded the plane yet when it occurred, found it amusing to team up with the flight attendant and support her mobbing.
Although this made me uncomfortable (after all the flight attendant was walking around soliciting passengers against me and harassing and laughing at me together with the rest of the crew), I kept reading my bookâ¦ âIt takes a man to suffer ignorance and smileâ I was taught.

The harassing however did not stop. Feeling extremely frustrated and uncomfortable, and also determined to make a point -- as I donât believe that a Premiere Member (or ANY PASSENGER FOR THAT MATTER) should ever have to go through such an implausible experience on a commercial airline -- stunned that a flight attendant instead of doing her job would walk around the isle soliciting and harassing passengers, I decided to take my bag and step off the plane. Something that I NEVER in my life have done or was put in the condition of considering before.

As I walk out, the same flight attendant starts clapping and cheering and the couple bored passengers tagged along. I WASH IN SHOCK!!!! I did nothing but exercise my right to be treated with courtesy and respect.

I want to clarify that I am in no way a rude person, anyone who knows or works with me will tell you that I do not go around mistreating people, I am very involved in charitable organizations and at no point throughout this incident, other than complaining and addressing my concerns, did I ever act out of line. Exercised a right, is more like it.

Anyway, returning to the gate I asked to be rebooked on the next flight (which happened to fly out the following morning). The supervisor, hearing the story, and herself in disbelief, asked me to please get back on the flight: âAS A CUSTOMER AND PREFERRED PASSENGER YOU HAVE EVERY RIGHT TO BE ON THAT FLIGHT AND BE TREATED WITH COURTESY AND RESPECT. THIS IS UNACCEPTABLE AND THIS IS NOT HOW WE TREAT OUR CUSTOMERS, I WILL ESCORT YOU IN THE PLANE MYSELF AND MAKE SURE THAT THE FLIGHT ATTENDANT IS TAKEN OFF THE FLIGHT SO THAT YOU CAN GET TO YOUR FINAL DESTINATION WITH DIGNITY AND UNHARASSED. IF YOU GIVE UP THIS FLIGHT SHE WILL HAVE WON THE BATTLE AND THIS IS NOT THE MESSAGE WE WANT TO CONVEYâ¦â
After thinking about it, I decided âwhy notâ after all I had early meeting in St Louis the next day that I could not miss. The supervisor then asked me to wait at the gate while she talked to the crew.

After 10 minutes in the plane she walks out âI AM SO SORRY, BUT THE SITUATION HAS NOT BEEN RESOLVED, SO WE WILL HAVE TO KEEP YOU ON TOMORROWâS FLIGHTâ. âWhat do you mean has not been resolved?â I asked, at that point severely tired and surprised.

âWELL, THE PILOT SAID THAT HE IS NOT COMFORTABLE HAVING YOU AND THE FLIGHT ATTENDANT ON THE SAME PLANE, HE SAID THAT ALTHOUGH THE FLIGHT ATTENDENTâS BEHAVIOR WAS OUT OF LINE AND UNACCEPTABLE, YOU STEPPING INTO THE CONVERSATION WHEN HE WAS TALKING TO HER COULD BE TAKEN AS A SIGN OF AGGRESSION (aggression??????)â¦ AND SINCE THAT IS HIS SHIP AND HE ULTIMATELY DECIDES, HE FELT IT BETTER FOR YOU TO TAKE THE NEXT FLIGHT. I AM SO SORRY MISS, PLEASE ACCEPT MY APOLOGIES ON BEHALF OF USAIRWAYS.â And she handed me piece of paper with www.usairways.com telling me to go online and file a report.

AGAIN, I AM SHOCKED. Not only was I treated with disrespect, harassed and bullied. But the flight attendant got away with it and ultimately I was denied reboarding on a plane I had left on my own accord. I cannot believe that US Airways would allow such behavior, and especially, even though at fault and after being reprimanded by her superiors, she would be allowed to go around soliciting passengers asking them to sign a paper to help her keep her job. And the clapping.

Yes, it is true that I stood up and spoke to the pilot expressing my unhappiness and complaining about the service, but in no way different than any of you would complain about poor service anywhere else. Also, last time I checked, the United States was a country that granted freedom of speech and freedom to express oneâs own opinions. I guess that does not apply to US Airways.

I cannot believe that this incident would go unpunished and that the flight attendant would be able to make up stories, behave in such an unprofessional way, and ultimately get away with it.

I will make sure that anybody out there who had similar experiences or has been subject to crabbiness and lack of respect while flying US Airways, will speak up. This is ridiculous and needs to stop.

Last but not least, this ended up costing me over $300 dollars in Taxis and overnight stay as the earliest available flight was the following morning.
I am confident that US Airways, will realize the severity of this and take the approapriate measure to make it right.

Until then, I will never again fly US Airways and will make sure none of my employees and acquaintances do.

Was this review helpful?YesNo

Replies

How US Airways Stole Christmas

Posted by Brian Z on 12/18/2009

My turn to pile on. I booked a flight on 10/30 (at 3 am) for a Christmas Eve flight to Greenville, SC. Or so I thought. The same morning at 8 am, I double-checked my itinerary and noticed a mistake-- I selected Greenville, NC by mistake. Four hours away, but I was confident the mistake was caught early enough-- heck, the plane was 90% empty when I booked.

The first customer service representative was very unsympathetic to my dyslexia problem and told me I would have to pay the $150 change fee. Obviously perturbed, I decided to call back later once the blood returned to my extremities.

Around noon the same day, I tried again and got a much better response. I was now told that company policy is to make these changes WITHOUT the $150 change fee if caught within 24 hours of booking. "Whew", I thought. Crummy that company policies seem to be dependent on the mood of the customer service rep you get, but it seemed to work out in the end, so I was happy...or so I thought.

December 15th, and I go back to double-check my itinerary. "What's this", I said as I noticed I was still headed to...you guessed it, Greenville NORTH CAROLINA.

I called customer service (in the Philippines) and was mysteriously disconnected four separate times (and had to re-queue for 25 minutes each time!) But unfortunately for me, there was no record of my flight change request on 10/30...so I was SOL. Plus, each time I spoke to customer service, I got a different story on the policy about the $150 change fee again. Kind of makes it hard to listen to statements like, "there is nothing I can do" when you know darn well they can do something about it.

To make things worse, I was definitely going to be charged the difference between the flight I booked on 10/30 and the flights available now-- to the tune of an additional $308. Did it matter that they were negligent in fulfilling the change request? Nope. According to the grand wizard of supervisors (everyone seems to be a supervisor at US Airways customer service, though no one has the power to fix anything) it was MY fault for not verifying the change wasn't made within 24 hours. My bad! I guess I should also be ready hop in the cockpit if the crew decides to nap, or carry my paddle and water wings in case they decide to splash-land in the Hudson again.

Needless to say, I will be driving to my destination on Christmas Eve this year. Thanks again for remembering the importance of customer service and reliability US Airways!

BTW, I later found out that there was a flight to Asheville, NC for $400 total, but no one mentioned that in the 3 hours I spent on the phone trying to straighten out this mess.

Was this review helpful?YesNo

Replies

Rude Ticket Agent; Ridiculous Overcharging for Changing a Flight Due to Illness.

Posted by unatocaya764 on 01/25/2015

Rating: 1/51

WINSTON-SALEM, NORTH CAROLINA -- I called US Airways initially to cancel an outgoing flight to Venice from GSO.. My children and I had contracted the flu and were running fevers of up to 102. The first the agent was very nice. The next day, trying to complete the booking to continue travel next week with an agent, Brenda, I asked about what I was seeing on the screen. She responded, “Are you trying to do this online to avoid the $35.00 fee?” I asked if, in fact, I could do it online and was told no. And though I could see a reservation being held for me, Brenda then told me that the airline could not complete that travel for me. “We can get you to Frankfurt, or to London, but not to Venice.” (Yes, I wrote everything down during the call.) When I explained that I could see the reservation, she went on about "co-chair". I said that the flight reservation was showing for me on both the US Airways website and British Air. She responded that there wasn’t a “co-chair” (I think that’s what she said) and that it was “airline speak” and, "Just because you don't understand it doesn't mean there is a solution." I again told her that I had confirmation numbers for all the flights.
She then proceeded to put me on hold for over 15 minutes. Apparently there was a solution—as there often is. She then returned to the phone and said she could, in fact, book me on that flight—the flight that, yes, I was already listed on. And that the flight was over 400 dollars more now, per ticket, excluding the change fee, after she “priced” the flight. She then put me on hold again. When she returned to tell me how much more I needed to pay (more than 700 dollars per ticket with change fee and updated price), I told her I needed to check on something before I could purchase (this was done for work; I didn't make the initial purchase, and I still don't know if there was trip insurance). She said, "I've already spent a lot of time on this. I can't wait 20 minutes." At that point, I asked for a manager. I was put on hold. The manager was much more polite, but didn't seem terribly sympathetic. In fact, both these women seemed fairly pleased to be charging me so much extra money. She also put me on hold for some time.

I also asked about medical reimbursement for change fees. The manager said there was no policy for that. I asked about documentation (I have a letter from my doctor's office). She said, “With life-threatening documentation [sic]” and that I could look on the website, but there was no medical policy. So, a question: Would it have been preferable for me to get on this flight, ill and contagious? Is that what this sort of response is suggesting?
US Airways has demonstrated a total disdain for customers. We won't fly this airline again if we can avoid it.

Was this review helpful?YesNo

Replies

US Airways Costly Mis-Quoted Fare

Posted by Nicole on 04/18/2013

Rating: 1/51

PHOENIX, ARIZONA -- On May 1, 2011, my significant other and I had a scheduled flight, US Airways flight #3429, from Washington Ronald Reagan National Airport (DCA) to Dallas/Fort Worth (DFW) departing at 7:45 PM EDT, which we missed due to unforeseen traffic delays. I called and was told there were no other non-stop flights out May 1st. That evening I called US Airways to see if we could be rescheduled for another flight the following day. I was told by the US Airways representative, that we could switch to the next non-stop flight available the following afternoon for a charge of approximately $15.00 per ticket. I agreed to the charge thinking it was a very reasonable fee for the flight change. I was never told that this was an upgrade to first-class tickets, nor did I request or agree to an upgrade. I specifically noted that we were only interested in fares comparable to our original ones. We originally booked our flights through CheapTickets.com, and were flexible in the times of the flight to ensure a reasonable price for the tickets. There were other return options available at the time for around $400 per person. We went with US Airways because we thought this would be the most economical choice. The next day we departed from DCA to DFW at 1:20 PM EDT via US Airways flight #3379. Our seats were 1A and 1C on board of an Embraer ERJ-170 jet operated by US Airways.

According to the seat plan of this jet, all seats on board this aircraft are coach seats. There was no difference between any of the seats on the entire aircraft, nor were there any of the typical first class amenities provided to anyone on board. To top it off, the stewardess was very rude, and our row was served drinks last, after everyone else on the plane was served. We believe that these are all obvious indicators that this was an all coach flight and not first-class. Further, even when we were boarding, at no time did they call for first-class passengers to be seated first. There was nothing to indicate that this was a first-class ticket. After returning to DFW, I received my credit card statement and found that I had been charged $1,349.00 per ticket, a total of $2,698.00. I immediately contacted US Airways and was told that the $1,349 was the difference in fare. The representative also mentioned that there was an error in the transaction, because the normal $150.00 change of ticket fee was not included in the charge. Obviously there are discrepancies in the original transaction.

I filed a complaint online with the complaint department only to be quickly dismissed and told that I had purchased first-class tickets, with valid and non-refundable charges. This is contrary to what I was told over the phone by the US Airways representative. I would not have agreed to such an outrageous price considering our flexibility in our choices to maintain a rate comparable to our original one. At no time was this made clear that this was going to be an upgrade to a first-class ticket. It was mentioned during the original call that the call would be recorded, so if someone from US Airways could review the recording of the phone recording of the ticket purchase, they could verify that I am correct in what I was told.
I have since contacted US Airways on multiple occasions and have received responses amounting to "the charges were valid". Never was I offered an explanation of my discrepancies with not only the charges rendered, but also the services we never received.

I finally filed a complaint with the Better Business Bureau. The airline responded to my complaint with a slightly more in depth explanation, however it still fell significantly short of addressing my concerns. With their response, BBB has now closed my complaint although no resolution was found. This experience has left me with a first hand account of how big business does truly not care about the everyday working individual. I feel taken advantage of and essentially feel like I have been robbed. I am trying to get my story out there so this doesn't happen to more people.

I feel US Airways should be held accountable for their mistake and that people should be aware of what type of company they are dealing with.

Was this review helpful?YesNo

Replies

US Airways Is Talented in the Art of Lying

Posted by MJMM on 01/19/2013

Rating: 1/51

WASHINGTON, DISTRICT OF COLUMBIA -- So this is my story yesterday, and it is unbelievable the nerve US Airways has to lie so blatantly to the clientsâ faces. I flew with it Thursday and my only bag was my carry-on. For 5 years now I have traveled the world with my same bag without having to check it in because it meets the requirements to be carried into the overhead bins in the main cabin, but on Thursday I couldn't because one of its employees "decided that it was too big just by looking at it." That certainly is one professional response, isn't it?

It seems US Airways is hiring ocular psychics to determine who could get their carry on in or not. I was told that it was too big, and then as I am standing in line to board, other personnel from US Airways said that there was no more space in the overhead bins. I was pretty much forced to check my carry-on bag because it was either that or not boarding my flight, and when I got into the cabin, there were at least three bins completely empty, and a few others with enough space for a bag like mine or bigger. However, people with bigger bags than mine were allowed to take them into the plane. How is this fair?

I am not sure... why other passengers and I were discriminated against when other people were allowed to get their bigger bags in, I am not sure, and on top of that you blatantly lied to our faces first by saying that the bags were too big, then by saying that there was no more space, when clearly there still was, and plenty of it. I am disgusted and disappointed on your services. By the time my bag was returned to me, it was all scratched and peeled. I have to fly with you again on Monday, so I hope I do not run into this situation again.

If I travel with carry-on, there are many reasons, and the main one is because your airline has delayed my luggage in the past. You think you are entitled to abuse your power to do as you please with passengers in the name of security especially because there is little regulation for your industry, which is disgusting. For the money we pay, you have the responsibility to make our flights beyond pleasant. You are not doing us any favors, in any case, we as clients do you the favor of choosing to fly with you.

If you overbook your flights out of greed and poor planning it is not my fault, so do not penalize me or other passengers for your poor choices as an Airline. We pay enough money to get nothing but an uncomfortable chair and inexistent customer service, so do not make flying worse than it already is.

The comments above were posted on US Airways Facebook page, and this is its response:

US Airways Mariela, I apologize for the overhead issue. Weâve made some recent changes to our boarding process. I will be sure and forward your valuable feedback to the correct department. Thank you for taking the time to let US know.
12 hours ago..

Really, US Airways? Is this your best answer? What I am talking about here is ethics, transparency and respect, which goes beyond changing processes. The least you could do is to have some decency and take responsibility for your lies. Supposedly I am a valued customer, I not only have their credit card, but I am signed up as a Dividend Miles customer, but I guess I am not that valuable anymore because after touching a sensitive spot for the airline with my comments, I seem to have been blocked from commenting in its FB page. What are you afraid of US Airways, that other people can read how poorly you treat your customers? Thank you for making of our flights and trips an unpleasant experience.

Airlines receive federal money. Employees of airlines are required (not optional) to give ADA covered passengers reaonsable accommodations based on individual need (as long as "it does not pose an undue hardship".) I have a permanent neck injury which causes extreme pain and migraine. Someone bumping into me feels like a hit with a sharp object. I can't even take NSAIDS or migraine meds because they would cause life threatening allergic reaction. I don't travel for this reason. The day before my flight I received notification that my mother in SD had a heart attack, heart surgery, was intubated and developed pnemonia. She was all alone in the hospital for a whole week before the assisted living personnel notified any family. I booked my ticket the night before and flew to SD the next morning not knowing if she would still be alive when I got there.

It is worth mentioning that I was wearing my cervical collar for support to get me through the trip as my neck can't carry my head too long. So it was obvious to everyone that I had a neck injury even if they couldn't see how bad it was. I have literally passed out at times with this injury and sustained serious injuries. I was told to ask the flight attendant to help with my bag overhead. My seat was aisle in the back against the lavatory wall. She was sitting there and I asked for help. She looked mad and said not if it is heavy. I told her it is only heavy to me. She put it up. When I realized that I was just outside the lavatory I told her that I can't be bumped into and having people hanging on to my seat and if I have a hard time with a passenger with this I may ask for help conveying that. When the flight started, with nobody in the way, she quickly came down the isle and hurt me by banging hard into my seat. During the flight the lines got long and I kept asking people to not stand in the way of my seat so that the ones who come out of the bath don't have to slam me to get by. A couple of passengers wanted to argue.. I asked her to help out with this. She smirked looked at the billigerent passenger and rolled her eyes. I said OK then as an accommodation under ADA I need to not be assaulted. She grinned at the nasty passenger (encouraging him) and said "what is assault?" like I was exaggerating. I said the legal definition is "unwanted touching of any kind is assault." That is a fact. She let the passenger stand over me yelling over my head about me and I told him to be quiet I have a headache. He said he's not talking to me. She allowed him to discriminate against me and make me have more embarrassment and pain. At this point I was in too much pain. I was crying the rest of the flight. I went to the front of the plane and asked a male attendant if there was one in charge of all. I showed him my medical report which highlighted the spine and what it affected. I told him I would not fly in this condition but I have to get to my mother .. He said he would talk to her. I told him I need a safe place to sit. I did try moving over into the empty middle seat but that encouraged passengers to get into that space and bang the seat which had the same impact with vibrations on my neck. All this was explained. He told me I can take any other seat.. all in the middle which meant elbows over oversized people and same prob. Melissa had said snidely "I am not the line police." When the head flight attendant went back there was 3 fa right there... kept getting banged into... nobody helping... I asked again. And melissa had a smirk on her face. I told her it is not funny. And all three just shrugged when I said I would write a letter. The connecting flight was fine and it was worth mentioning that there was an announcement informing people not to form lines for the lavatorys bc of security concerns. So why was this policy not implemented on the first flight? It was a security/health concern on the first flight. Oh yes: They are "not the line police." I had to suffer a terrible migraine for over 24 hours unnecessarily.

Was this review helpful?YesNo

Replies

Complaint of US Airways

Posted by andyw7171 on 07/20/2011

TEMPE -- I am Disabled and I take medication for my disability. I was booked on a flight from London Gatwick Airport, England, Uk going to Phoenix, Arizona, USA. I had to change at Charlotte, North Carolina, USA. I had pre-booked disabled help from London Gatwick Airport, all the way through to my final destination, Sky Harbour Phoenix International, Arizona, USA.

I got into an assisted wheelchair at LGW, however I was dumped in these seats in the departure lounge, I could not get to the toilet or even get a drink. I was given this bleeper and told to put it round my neck. Nothing like showing the world who is disabled. Anyway I nearly missed my flight, this was because I could mother from where I was dumper without a wheelchair and the departure gate. I thought that this would be a one off event. Well can you believe that this also happened at Charlotte airport and at Sky Harbour, Az. Can you believe it that this happened on my return to the UK. This time I flew from Sky Harbour Phoenix, Philidelphia Airport and at London HEATHROW Airport.. Now you may think that was bad enough service, however things get worse.
While I was traveling from London Gatwick to Charlotte, NC, USA I had to take on board my medication. Now on the whole, the medication I was taking with me was medication you could probably get over the counter. However I take a drug that is in the same class as Heroine and Cocaine. The medication was Morphine. Now the only persons who can carry these or deal in these are fully qualified Doctors, Head Licensed Pharmacists and obviously the patient. When I got on the plane I was given a bulk head seat as this gives you more legroom. Now I had on me my personal bag which included my medication. This is when things stated to go wrong. One of the cabin crew came to me and said that I had to put my bag with my medication in it above in one of the overhead lockers. I said to the person that I had a letter from a Doctor stating that I had to retain the bag with me due to he contents. Anyway at that point other people were now boarding the plain. Numerous people overheard the conversation between the cabin crew member and myself. All these people heard that I had Morphine Tablets in my personal bag. Well moving on, the cabin crew took away my personal bag with all my medication against my wishes. Now you would think that they would put the bag where I could keep an eye on it. But that was not the case. The cabin crew must have thought it funny that they put my personal bag half way down the plane. I could not see by bag at all. Now this is the only time that the bag was out of my sight.

When I eventually arrived at my final destination, I noticed that the bag with my medication had been turned over. Now at that point I thought that with traveling things may of moved. Not thinking any more about it until I came to opening a new box of my Morphine medication. Now that was just about three weeks later. I looked through my bag thoroughly, however over three weeks supply of my Morphine Medication had disappeared. My other medication was all there, it's just there was no Morphine Tablets. Now the only time that the bag was not with me or out of my sight was on the flight with US Airways travelling from London Gatwick (UK) to Charlotte, North Carolina (USA). Because I require this medication and the fact that I could not get any more from either the UK or the USA, the only thing I could do was to cut short my six week stay. I take the Morphine to ease the pain I get from having Degeration of my L3, L4, L5 of my Vertabrae. Without my medication the pain becomes unbearable however not LIFE THREATENING! Now I have had to pay for extra travel costs getting to and back to the airports. I had to pay for the change of flight time. In total I have lost around Â£300 ($450.00) in hotel charges etc... I have also had to pay Â£225 +($300-$350) for the change of flight to get back to the UK. The reservation staff told me that I would get back the cost of the flight and other money I had lost when I put in a compensation claim. Well I have sent two emails to the customer services team in which I received no response. I then found the Chief Executives contact information. I sent the full complaint with all the information to the Chief Executives Office. I was then contacted at 11:30 pm, a time that I am normally a sleep. I was again contacted by a representative of US Airways. I tried to discuss with her what had happened. She said to me that US Airways staff were allowed to carry any medication, I inquired and said that according to UK and USA law states that you need to be qualified to carry certain medication. This includes the likes of Herione, Cocaine and Morphine. The lady I spoke to said that all US Airways cabin crew were qualified to carry such substances. I asked for her to send to me the qualifications that the staff had passed. She then said that it was US Airlines policy to be able to carry any medication or even class 1 Narcotics. I again asked for this to be sent to me. I also asked for this qualifications that all cabin crew had to pass. Again she said that she was not allowed. Then she began to be very rude and obnoxious with me on the phone. Then I asked to speak to her manager, I was told that I was not allowed to speak to her manager. I asked to speak to another person as I wanted to escalate the complaint. I was told that US Airways do not escalate complaints. I then told her that I would be sending another email to the Chief Executive, she replied to this by saying " it's OK, if you make a further complaint, I would deal with that anyway". So apparently even if you make a complaint against the person you are talking to, that complaint would be dealt with by them anyway. So much for having a Good Customer Services. Anyway, I still sent another email to the Chief Executive. I was then sent an email from US Airways, this time offering $100.00 dollars. Now this was in a way of a voucher. This meant that you had to buy a full price ticket to get $100.00 dollars discount. Now this only works out to be around Â£60.00 I think that this is a joke, a complete and utter derisory offer. For the money I have lost and the extra charges I have been charged, I think it is a disgrace. To add to this all the stress an anxiety that this has caused. I feel fully aggrieved!

Now I was just about to send back an email when I received another call from US Airways. This time we went through what had fully happened. Then they tried to say that they had lost all my previous emails. Then after me saying that I can re-send them all of them. My emails re-appeared.... Now for some reason they could not find any fault with their service. Then I said that the disappearance of over three weeks of Morphine with a street value in the USA of around $3000 dollars, was according to them no big deal. I am sure the Federal Government in the USA would not take this stance.

Then I find that US Airways had changed their tack. They asked me to goto the tools management of US Airways baggage and luggage liabilities. They now claim that even though my medication was stolen while on board a US Airways flight, they were not liable. I asked them why, they said if you look at the exemptions, there is a part that US Airways will not pay for lost or stolen LIFE THREATENING MEDICATION. I told them that my medication was not taken for a life threatening condition. The US Airways representative then tried to claim that all medication was regarded as LIFE THREATENING. So if we take a headache tablet, that apparently is classed as LIFE THREATENING MEDICATION. I am sure that a court of law either in the USA or in the UK would disagree with US Airways definition of the words LIFE THREATENING MEDICATION. I use Morphine as a medication to ease the severe pains I have due to my disability.
All I want is to be treated fairly and to be reimbursed for the loss of three weeks of my vacation, the extra charges I incurred for changing my tickets and my additional travel costs. Also to be given as a gesture of good will some form of compensation for all the stress and anxiety that I have had.
Could someone tell me which organisation will look into the problems that I have had. I just want to get this situation sorted in an amicable way.